VIP Service Desk Analyst — 24x7 Hybrid Support

STOPSO; Arlington (VA); Hybrid; USD 70,000 - 73,000; Full time

Job summary

STOPSO is hiring for multiple Service Desk roles in a hybrid setup serving a client in the greater Washington, DC area. Roles require handling 50–100 daily tickets, providing VIP incident updates, and maintaining knowledge bases. Must have IAT level II active certifications and strong customer service skills.

Candidates should have 3+ years of service desk experience, and be prepared for lifting and desk-based work with broad hardware and software support responsibilities. U.S.

Qualifications

• 3+ years' experience as a service desk analyst with proven support of client-specific application systems
• High school diploma or equivalent; bachelor’s degree preferred
• IAT level II certification in ACTIVE status: CCNA Security, CySA+, GICSP, GSEC, Security+CE, CND, SSCP

Responsibilities

• Troubleshoot and resolve Tier I and II incidents (system inquiries, requests, incidents, software installation, printer/hardware support)
• Provide in-person and phone support to a large end-user community
• Manage ticket lifecycle with quality notes and timely resolutions within SLAs
• Document and maintain knowledge base and SOPs for service desk processes
• Support focus teams or specialized projects to promote rapid improvement

Skills

Service desk

Customer service

Analytical skills

Communication

Self-motivation

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

ServiceNow

Microsoft Office

SharePoint

Job description

STOPSO is hiring for multiple Service Desk roles in a hybrid setup serving a client in the greater Washington, DC area. Roles require handling 50–100 daily tickets, providing VIP incident updates, and maintaining knowledge bases. Must have IAT level II active certifications and strong customer service skills.

Candidates should have 3+ years of service desk experience, and be prepared for lifting and desk-based work with broad hardware and software support responsibilities. U.S.